The Burghley & Co Confidence Policy

Confidence Policy at a Glance

• One eligible complete prescription pair per order
• Contact us within 14 days of receiving your order
• Careful try-on is fine, but items must not show signs of extended wear, damage, or alteration
• Return the frame, lenses, case, cloth, and any supplied accessories
• One full Confidence Policy refund per customer within any 6-month period

What’s Covered

If your eligible complete pair of prescription glasses is simply not right for you, you may request a return under our Confidence Policy within 14 days of receipt.

The policy applies to one eligible complete pair per order purchased online from Burghley & Co and delivered to a UK or USA address.

An eligible complete pair means a Burghley & Co frame supplied by us with prescription lenses as part of the same order.

Condition of Returned Eyewear

We expect you to try your glasses on to assess the fit and vision. To qualify for a refund under this voluntary Confidence Policy, the eyewear must be returned in a condition suitable for inspection.

• No signs of extended or everyday wear
• No scratches, accidental damage, or misuse
• No permanent alterations or modifications
• Frame, lenses, case, cloth, and supplied accessories must be returned
• Items must be packaged securely for the return journey

Fair Use

The Confidence Policy is designed to remove some of the uncertainty from ordering prescription eyewear online while allowing us to keep our pricing fair.

• One eligible complete prescription pair per order is covered
• Additional prescription pairs within the same order are not covered by the Confidence Policy
• One full Confidence Policy refund is available per customer within any 6-month period
• The policy is for personal purchases and may not be used for repeated ordering and returning of eyewear

Frame-Only Orders

Frame-only purchases do not need to use the Confidence Policy and are handled under our standard returns policy.

For a change-of-mind frame return, please contact us within 14 days of receipt and return the frame with its case, cloth, and supplied accessories in the condition required by our standard returns policy.

View our full Refund Policy →

Prescription & Lens Guidance

Prescription lenses are prepared specifically for your prescription, chosen lens options, and frame.

If you are unsure about your prescription, frame suitability, lens thickness, varifocals, or any other lens option, please contact us before ordering. We are happy to help you make the right choice.

Ask Burghley & Co for advice →

How to Make a Confidence Policy Return

1. Email hello@burghleyandco.uk within 14 days of receiving your order.
2. Include your order number and let us know that you would like to return the eligible pair under the Burghley & Co Confidence Policy.
3. We will confirm the return instructions.
4. Package the glasses securely and return them using a tracked postal service.

Return postage under the Confidence Policy is the responsibility of the customer. USA customers are responsible for returning the eyewear to the United Kingdom unless otherwise agreed.

Refunds

Once your return has been received and inspected, we will confirm whether it qualifies under the Confidence Policy.

• An approved claim receives a refund of the price paid for the eligible complete pair
• Refunds are issued to the original payment method
• We aim to process approved refunds within 5–7 working days of inspection
• Your bank or payment provider may take additional time to show the refund in your account

Return postage, optional delivery upgrades, duties, taxes, customs charges, and other third-party charges are not covered by this voluntary policy unless required by applicable law or the return is due to an error by Burghley & Co.

Faulty, Damaged or Incorrect Orders

If your eyewear arrives faulty, damaged, misdescribed, or has been supplied incorrectly by us, please contact us as soon as possible.

These situations are dealt with separately from the Confidence Policy and do not use your Confidence Policy allowance. Nothing in this policy limits your statutory or other legal rights.

What the Confidence Policy Does Not Cover

• Reglazing or replacement lenses fitted into a frame supplied by the customer
• Additional complete prescription pairs within the same order
• Eyewear showing extended wear, accidental damage, misuse, or permanent alteration
• Products or specialist lens orders clearly stated as excluded from the Confidence Policy before purchase
• Orders delivered outside the UK or USA
• A further Confidence Policy claim within 6 months of a previous full Confidence Policy refund

Your Legal Rights

The Burghley & Co Confidence Policy is an additional voluntary benefit. It does not replace or restrict any rights you may have where goods are faulty, damaged, misdescribed, not as ordered, or otherwise do not meet the requirements of applicable consumer law.